Abstract art
IT Project Management Lead Analyst
Cigna
09.2022 - Current
Hi, I’m
Kimberly San Pedro
Summary
Dynamic IT Project Management Lead Analyst with 15+ years at Cigna, excelling in technical troubleshooting and customer service. Proven track record in enhancing operational efficiency and driving process improvements. Adept at managing service level agreements and fostering team collaboration to achieve project goals. Committed to delivering exceptional results in high-pressure environments.
Education
Pennsylvania State UniversityUniversity Park, PA
from Liberal Arts And Sciences
05.1999
Work History
Cigna
IT Project Management Lead Analyst
09.2022 - Current
Job overview
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
- Managed time efficiently in order to complete all tasks within deadlines.
- Led cross-functional teams to deliver IT projects on time and within budget.
- Streamlined project management processes, enhancing team collaboration and communication.
- Developed project plans, defining scope, objectives, and deliverables in alignment with stakeholder expectations.
- Implemented risk management strategies to identify potential issues and mitigate impacts on project timelines.
- Utilized Agile methodologies to improve project adaptability and responsiveness to changing requirements.
- Conducted regular status meetings with stakeholders to ensure alignment and transparency throughout project lifecycle.
- Analyzed project performance data to identify improvement areas, driving continuous enhancement of processes and outcomes.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Built and maintained strong relationships with stakeholders, resulting in increased trust and collaboration on future projects.
- Implemented risk mitigation strategies to minimize potential issues impacting project deadlines or budgets.
- Provided detailed project status updates to stakeholders and executive management.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Negotiated and managed third-party contracts related to project deliverables.
Cigna
Technical Support Lead Anslyst
03.2010 - 08.2022
Job overview
- Led technical support team, ensuring timely resolution of customer issues and maintaining high satisfaction levels.
- Collaborated with product teams to identify recurring issues and provided feedback for system enhancements.
- Developed training materials and conducted workshops to enhance team knowledge on software tools and troubleshooting techniques.
- Monitored support metrics, analyzing data to identify trends and improve service delivery efficiency.
- Mentored junior technicians, fostering a culture of continuous learning and professional development within the team.
- Established best practices for incident management, ensuring consistent application across all support operations.
- Streamlined workflow for the technical support team, optimizing productivity and performance.
- Coordinated cross-functional initiatives to address complex technical challenges, improving overall service reliability.
- Mentored junior team members in both technical skills and soft skills, fostering a culture of continuous learning and professional development.
Interests
Gardening
Reading
Improving career with completion of IT classes/certs
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
- Data analytics
- Root-cause analysis
- Project scheduling
- Stakeholder management
- Cybersecurity best practices
- Project development
- Cross-functional team leadership
- and development
- Project planning
- Agile methodology
- Technical support
- Stakeholder communications
- Data analysis
Accomplishments
Women in Leadership group
Women in Networking Group
Cybersecurity
Timeline
Technical Support Lead Anslyst
Cigna
03.2010 - 08.2022
Pennsylvania State University
from Liberal Arts And Sciences
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